What is Shawbrook point of sale finance?

As well as our personal loans and mortgages, Shawbrook offers finance products through an approved network of retailers, home improvement companies and holiday ownership resorts. These finance products help customers spread the cost of larger purchases and make the finance arrangements at the point of purchase.

What finance products do you offer?

Depending on the type of product you are purchasing and which of our approved partners you are dealing with, we offer a range of products including interest bearing, interest free, deferred and buy now pay later finance products.

How will Shawbrook treat me as a customer?

Our teams have experience of all kinds of personal lending. We are a responsible lender, and we will check that you can afford the loan before we agree to it.
We promise that we will:

  • Act fairly and reasonably in our dealings with you
  • Help you understand the financial implications of your loan
  • Provide you with a high quality service

Is my loan secured on my property or the item purchased?

No, your credit agreement or loan is unsecured. This means that it is not secured against your property.


Borrowing money is a serious matter. You need to think carefully about whether you can afford the payments over the full term of the loan.

Is the interest rate on my purchase loan a variable rate?

If you have a variable rate loan, we will give you not less than 10 days' written notice of any change to the interest rate, or notice in any other lawful manner.

Can I settle my loan agreement early?

You have a right under the Consumer Credit Act to repay all or part of the outstanding balance early at any time.

Who do I contact if I have questions about my credit agreement?

If you have a question about your loan before your credit agreement starts, please contact the company with whom you arranged the loan with. Once your credit agreement has begun our customer services team can help with any questions. You can call them on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

How do I change my bank details or payment date?

If you wish to change your bank details or your payment date please contact our customer services team on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

What if I can’t make a payment on my credit agreement?

We are a responsible lender, and we will always deal with you honestly and sympathetically.


Please tell us immediately if you can’t afford the payments on your credit agreement.


If you tell us before you miss any payments, it's much more likely we'll be able to help you.


You can contact us on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays) .

Who do I contact if I have a question about a payment which I have made to my loan via my smartphone?

If you have made a payment to us via your smartphone and would like to talk to us about that payment, you can contact us on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

I have been asked to make a payment to my loan via my smartphone, what method of payment can I use?

If you have been asked to make a payment to your loan via your smartphone you can make that payment using one of the following debit cards, Visa Debit, Maestro Debit or Mastercard Debit. We do not accept payments via credit card.

 

What do I do if I want to cancel/withdraw from my credit agreement?

If you wish to cancel/withdraw from your loan then please contact us within 14 days of your approval date, you can speak to our agents on 0345 850 9961 selecting option 1 (Monday to Friday 9am to 9pm, Saturday 9am to 5pm). If we haven't heard from you after the 14 day period we'll assume you're happy with everything and you will be bound by the terms of your loan.
If you are already making payments and would like to discuss settling your loan please call 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

Can I get a refund?

As the payment you have made is towards a financial commitment, we do not offer a refund. However should you need to discuss the payment, you can contact us on 0345 650 6290 8:00am – 8:00pm Monday to Thursday, 8:00am - 6:00pm on Friday and 9:00am – 2:00pm on Saturdays (excluding bank holidays).

I’m unhappy with the goods or services I purchased with a Shawbrook loan. Who do I contact?

In the first instance, you should contact your supplier to discuss your complaint. You should find their contact details on your receipt or their company website. If your complaint has not been resolved, please get in touch with our customer services team to see how we can help.

I want to make a complaint about the supplier and/or the product or service I purchased using a Shawbrook loan. How do I make a complaint?

In the first instance, you should contact your supplier to discuss your complaint. You should be able to find their contact details on your receipt or their company website. If your complaint has not been resolved, you can contact our customer services team to see how we can help.

The supplier of the goods or services I purchased using a Shawbrook loan has become insolvent/ gone out of business. What should I do?

If your supplier is no longer in business you must continue to meet the repayments of your Shawbrook loan. If you are happy with your purchase, you do not need to do anything else. If there is a fault or problem with the goods or services you have received from the provider, and you are now unable to contact them directly, please get in touch with our customer services team so we can assist you further.

I’ve bought a product or service using a Shawbrook loan, but the supplier has become insolvent. Do I need to continue paying my loan?

Yes, you will need to continue making the repayments for your loan. Your loan agreement is between yourself and Shawbrook Bank, not the supplier of the goods or services you purchased, therefore the agreement is still valid and you must continue to meet repayments.

I have a problem with my product or service I purchased with a Shawbrook loan. Should I contact Shawbrook or the supplier?

We are unable to deal with your complaint until it has been formally raised with your supplier. Please contact your supplier in the first instance. If they are not able to resolve your complaint to your satisfaction, you can contact our customer services team for further assistance.